Common use of Service Details Summary Description Clause in Contracts

Service Details Summary Description. Service Name Mainframe Service Included • Batch, Workload Scheduling, Mainframe Processing, Databases on the Mainframe, Mainframe DR services, replicated storage NOT included • Other Hosting services like Server and Hosting, Databases like SQL and Oracle, customer application support Delivery Method • Fulltime support staff and provided mainframe equipment and infrastructure Hours of Operation • M-F; 7 a.m.-5 p.m. On premise staff support, on-call during off hours and weekends • 24x7x365 expected infrastructure up time, 6 a.m.-6 p,m, M-F • 24x7x365 on site Batch Scheduling and Operations. Service Details Summary Description Service Name Middleware Included • Middleware software and support NOT included • Customer application support • Database charges for MQ messaging • Dedicated host charges Delivery Method • Fulltime support staff with access to the MNIT on premise and external cloud environments Hours of Operation • Production: availability 7x24 • On-call off hours and weekends • Non-production: M-F; 7 a.m.-5 p.m. Service Details Summary Description Service Name Mobile Device Management Included • Help with device enrollment • Working with agency partners to establish security standards, feature restrictions and application testing • Monitoring devices for compliance with agency partner rules and operating system requirements • Management of lost devices (wipe) • Establishing retirement parameters • Troubleshooting instructions and remote diagnostics NOT included • Device procurement. • Initial setup is provided by agency partner or local MNIT Services Staff • End user training • Forced operating system updates. • Cell carrier management • Support for accessories Delivery Method • Level 1 – Service Desk • Back office – Supported by MDM team. • Additional service provided by @agency MNIT personnel if needed. Hours of Operation • M-F; 7 a.m.-5 p.m.